Air China International

Reservation, damaged baggage, flight cancelled

I am writing to express my disappointment and worst experience with Air China, especially as part of STAR ALLIANCE GROUP. Flight number: CA1329 17/08/13 21:00pm flight from Beijing to Guangzhou Scenario: 1) Arrived airport at 5pm and check in. At about 21:00 pm on 17/08/13 we was informed the flight delayed to 21:30 pm. 2) At 21:30 pm we was informed the flight CANCELLED, we quickly went to their airport staffs and notify them that we have to catch flight from Guangzhou to Singapore at 18/8/13 2:30 pm (TIGER AIRWAY) and the ticket couldn't be changed. 3) Air China airport staffs refused to listen or give any solutions. Instead, they pushed all responsibility to their manager and said there's no manager on duty and asked us to come back on second day to see what can be done. 4) We explained clearly of the following point: i) If we missed the actual flight to GZ, we won't be able to go back to Singapore by 18/08/13. Reason: a) The next available flight is 10:40 am from GZ to SINGAPORE by Tiger Airways. But the earliest flight from Beijing is 9:00 am 18/8/13. Thus it's impossible for us to catch this flight. ii) We requested to change our ticket from Beijing direct to Singapore on 17/08/13 11:30 pm flight by Air China But none of their airport staffs or call centre is bothered to handle this case promptly. iii) Alternatives 2: We requested Air China to negotiate with Singapore Airlines if we can pay the fare difference which showing in Singapore Airlines Website the price for Flight from Beijing to Singapore on 18/8/13 01:15 am RMB 4361. But we was told that they do not have Singapore Airline contact details and i am really surprised to hear this. In Singapore Airlines website, clearly stated the 24 hours hotline number to call as well their Beijing contact details. Obviously no effort had be done regarding this matter. So they requested us to go to Singapore Airline ticketing office, but all they have done delayed the possibility to resolved this matter because by that time is already 11:45pm and Singapore Airlines ticketing office is closed and no longer can do any booking online. iv) We waited in-front of Air China employees to get the best method to solve this issue but they treated us transparent. v) We have to purchase a separate air ticket from Singapore Airlines online for 18/8/13 8:55 am from Beijing directly to Singapore at much higher cost. Besides above issues, our flight Air China from Guangzhou to Beijing on 14/08/13 CA1310 , when we pick our luggage we realized the luggage locker was all broken. We went to Air China baggage office in Beijing and we was told that they can do is compensate RMB 50 and request us to fix it ourselves. Not talking about the nightmare i had with Air China for the whole reservation process for GZ-BEIJING and BEIJING-GZ ticket. As a frequent flyer and member of Star Alliance, i have to say this is my WORST travel experience i ever had in my life. What more to compare their service with any budget airlines, definitely is not up to any of the standards. I will NEVER use Air China service again.

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